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N2P Systems

Service Delivery Manager

Montreal, QC, Canada

Pay: $120,000 to $140,000 CAD / year
Job type: Full-time
Apply by: Oct 28, 2026
Experience: 8+ years of overall IT industry experience.
Posting language: English
Posted: Sep 28, 2026

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Original job description

We are seeking an experienced Service Delivery Manager to oversee enterprise IT service delivery and Azure Cloud Infrastructure operations. The successful candidate will be responsible for ensuring the availability, reliability, performance, and continuous improvement of cloud infrastructure services while maintaining strong relationships with clients and key stakeholders.

This role requires a combination of service management expertise, Azure cloud knowledge, operational leadership, and strong stakeholder management skills. The Service Delivery Manager will coordinate distributed onsite and offshore teams and ensure delivery aligns with contractual SLAs, KPIs, governance standards, and compliance requirements.

Key Responsibilities

Serve as the primary point of contact for clients regarding service delivery, operational performance, and escalations.
Manage end-to-end Azure Cloud Infrastructure operations, covering IaaS and PaaS environments.
Oversee Incident, Problem, Change, and Service Request Management processes.
Ensure adherence to contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), governance standards, and compliance requirements.
Monitor operational performance, service availability, and infrastructure metrics.
Identify service issues and implement corrective and preventive actions.
Lead continuous service improvement initiatives to enhance operational efficiency, reliability, and customer satisfaction.
Manage onsite and offshore teams across distributed delivery environments.
Support resource planning, workforce management, and operational capacity planning.
Manage stakeholder expectations, conflicts, escalations, and service-related communications.
Identify operational risks and ensure appropriate mitigation and compliance measures are implemented.
Collaborate with technical teams, business stakeholders, and clients to support cloud transformation and modernization initiatives.
Prepare and present operational reports, service reviews, performance metrics, and improvement plans.

Required Qualifications & Experience

8+ years of overall IT industry experience.
Proven experience in IT Service Delivery Management within enterprise environments.
Strong experience managing onsite and offshore delivery models and distributed teams.
Demonstrated experience in customer-facing roles with responsibility for stakeholder and escalation management.
Strong understanding of enterprise IT operations and service management processes.
Hands-on understanding of Azure Cloud Infrastructure, including IaaS and PaaS.
Experience with Incident, Problem, Change, and Service Request Management.
Strong understanding of Service Level Management (SLM) and SLA/KPI governance.
Experience with operational reporting, performance monitoring, risk management, and compliance.

Technical Skills

Microsoft Azure
Azure IaaS & PaaS
Azure Operations & Governance
Cloud Infrastructure Operations
Incident Management
Problem Management
Change Management
Service Request Management
Service Level Management
Operational Performance Monitoring
Risk & Compliance Management
Cloud Governance

Leadership & Soft Skills

Strong team leadership and people management capabilities
Excellent stakeholder and client relationship management
Strong communication and presentation skills
Conflict resolution and escalation management
Resource and workforce planning
Operational decision-making
Continuous service improvement mindset

Preferred Qualifications

ITIL Foundation certification or higher
Microsoft Certified: Azure Administrator Associate
Microsoft Certified: Azure Solutions Architect Expert
Experience supporting cloud transformation and modernization programs
Familiarity with automation and DevOps practices

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More about this job

Responsibilities

Oversee enterprise Azure cloud infrastructure operations and service management processes, ensuring service availability, performance, contractual SLA and KPI compliance, and continuous improvement. Lead distributed onsite and offshore teams, manage client and stakeholder relationships and escalations, and coordinate operational planning, risk mitigation, reporting, and cloud modernization support.

Requirements

Requires 8 or more years of IT experience, including enterprise IT service delivery management, customer-facing stakeholder and escalation management, and leadership of distributed onsite and offshore teams. Candidates should have hands-on understanding of Azure IaaS and PaaS, IT service management processes, SLA/KPI governance, operational reporting, performance monitoring, risk, and compliance; ITIL and Microsoft Azure certifications are preferred.

Skills

Microsoft Azure
Azure IaaS And PaaS
Incident Management
Problem Management
Change Management
Service Request Management
Service Level Management
SLA And KPI Governance
Operational Performance Monitoring
Risk And Compliance Management
Cloud Governance
Stakeholder Management
Team Leadership
Resource Planning

Visa sponsorship

Not detected in the job text

Keywords

Microsoft Azure
Azure IaaS
Azure PaaS
Incident Management
Problem Management
Change Management
Service Request Management
Service Level Management
Service Level Agreements
Key Performance Indicators
ITIL Foundation
Azure Administrator Associate
Cloud Governance
Operational Performance Monitoring
Risk Management
Compliance
Onsite And Offshore Delivery
Workforce Management
Capacity Planning
Cloud Transformation
Cloud Modernization
Automation
DevOps

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